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About Us
Learn about our mission, values, and team of experts
Do B2B Better Conference
Learn about our annual B2B customer experience conference
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Customer Journey Mapping
Empower your teams to make customer-focused change
Journey Health Score
Show the health of the journey and measure improvements
Emotional North Star
Measure and design experiences for emotion
CX Program Consulting
Assess your program maturity, build your CX roadmap, and drive business impact
Closed Loop Feedback
Act on customer feedback and design customer-centric processes
Results
Case Studies
Results that focus on the outcomes you seek to bring ongoing success
White Papers & Reports
Resources to empower CX practitioners to tackle today's challenges
Blog
Blog
B2B Journeys (or B2B2C)
Customer Experience Vision
Customer Journey Mapping
Customer Personas
CX Program Strategy
CX Technology
Driving CX Culture Change
Employee Experience
Interviews with CX Experts
Metrics & ROI
Surveys & Feedback
Voice of the Customer
Books
Do B2B Better
Drive Growth Through Game-Changing Customer Experience
How Hard Is It To Be Your Customer?
Using Journey Mapping to Drive Customer-Focused Change
Speaking
Partners
Contact Us
About
About Us
Learn about our mission, values, and team of experts
Do B2B Better Conference
Learn about our annual B2B customer experience conference
Services
Customer Journey Mapping
Empower your teams to make customer-focused change
Journey Health Score
Show the health of the journey and measure improvements
Emotional North Star
Measure and design experiences for emotion
CX Program Consulting
Assess your program maturity, build your CX roadmap, and drive business impact
Closed Loop Feedback
Act on customer feedback and design customer-centric processes
Results
Case Studies
Results that focus on the outcomes you seek to bring ongoing success
White Papers & Reports
Resources to empower CX practitioners to tackle today's challenges
Blog
Blog
B2B Journeys (or B2B2C)
Customer Experience Vision
Customer Journey Mapping
Customer Personas
CX Program Strategy
CX Technology
Driving CX Culture Change
Employee Experience
Interviews with CX Experts
Metrics & ROI
Surveys & Feedback
Voice of the Customer
Books
Do B2B Better
Drive Growth Through Game-Changing Customer Experience
How Hard Is It To Be Your Customer?
Using Journey Mapping to Drive Customer-Focused Change
Speaking
Partners
Contact Us
voice of the customer
06/17/2021
Don’t “Go the Extra Mile” in the Wrong Direction!
By Jim Tincher
05/12/2021
Follow the Chain of CX Value to Drive Impact
By Jim Tincher
02/18/2021
What Is a Living Journey Map?
By Shawn Phillips
01/16/2021
Fitbit Proves Rich Emotions Can Overcome Poor Quality
By Jim Tincher
01/08/2021
Fun Read/Flawed Approach (Book Review)
By Jim Tincher
10/23/2020
3 Tips to Manage the Voice of the Last Lost Customer
By Jim Tincher
10/15/2020
What’s in a Name? Your Ability to Please Your Customers
By Jim Tincher
11/07/2019
Ideas are Your Fuel for an Improved CX
By Jim Tincher
07/25/2019
What Makes a Great Customer Experience Leader
By Jim Tincher
03/28/2019
Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?
By Nicole Newton
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